The advice below should be used if a customer speaks to you about a smell of gas inside their home.
If they’re at home, and can do it safely, turn off the gas supply. The gas mains tap should be beside the gas meter. Move the handle a quarter turn until it’s at 90 degrees from the pipe to shut off the gas supply. If they aren’t sure they can ask a neighbour or friend to help.
Leave the home and call the 24-hour National Gas Emergency Service. Calls to this number are typically FREE but it may depend on their phone contract. They should never use a phone near a gas leak – move well away from the property.
National Gas Emergency Number – 0800 111 999
Once they’ve done this they should call us straight away. If you are speaking to the customer, you need to pass the call or the details onto the responsive repairs team who will attend as an emergency.
Life saving checklist:
DO NOT smoke, light a match or use any other naked flame.
DO NOT turn any electrical switches on or off.
DO NOT use doorbells, mobile phones or any other electrical switches which could cause a spark.
DO open doors and windows to allow fresh air in.
DO turn off the gas at the mains tap, which is usually near the meter.
DO warn your neighbours.
DO leave your property.